IT managers must know how IT support is performing. All the collected data are useless if not used for improvement purposes. In this article at TechBeacon, Jeff Rumburg discusses 8 KPIs to find out how your IT support is performing.
Tracking IT Support Performance
KPIs identify challenges of IT support and create goals that the team must achieve to receive preferable ROIs. As per a MetricNet’s study, support organizations use metrics to track and find patterns in performance only. KPIs can be used for benchmarking performance against competitors, realizing strengths and weaknesses, and identifying the hidden performance challenges. They suggest ideas to improve performance and create performance goals for IT support members. You get a fair idea of the potential ROI from the expected performance. Following are the 8 KPIs that help you gauge the performance of your IT support:
Cost per Ticket: Divide the monthly IT support expenditure by the monthly volume of tickets. The expenses should include salaries and benefits of technicians and involved professionals. Include the expenses related to technology, telecom, and facilities along with the cost of travel, training, and office provisions.
Customer Satisfaction: The better the IT support performance, the higher the customer satisfaction. Measure this KPI regularly.
Resolution on the First Contact: While calling quality and mean time to resolve influence customer experience, the main KPI is resolution on the first contact. It measures the number of times IT support resolved a ticket when customers contacted you the first time.
Utilization of Technicians: 70 percent of costs incurred by the IT personnel. The more efficiently you use the technicians, the lower the cost per ticket is. Turnover rates can increase if you overutilize technicians. Use the following formula to calculate this KPI:
Technician Utilization = [(Avg. no. of calls per agent per month) x (Avg. call handle time in minutes)] / [(Avg. no. of days worked per month) x (No. of work hours per day) x (60 minutes/hour)]
First-Level Resolution: Another name for the total cost of ownership (TCO), this measures efficiency. You can have a low cost per ticket but a higher TCO. For example, a Level 1 IT support agent will have a low cost per ticket by transferring tickets to Level 2. If Level 2 passes on to the next level, the TCO for the ticket is going to increase.
Job Satisfaction Level of Technicians: This KPI influences other metrics. Higher job satisfaction leads to reduced turnover, absenteeism, and handle times and higher resolutions on the first contact.
Mean Time to Resolve (MTTR): The time when the ticket is opened to the time when it is closed is the mean time to resolve.
Balanced Score: Calculate the aggregate of the above-mentioned metrics to get the balanced score. Tracking the metric for a time period can tell you if the service desk performance is deteriorating or improving.
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